Air India — denied onboarding as boarding pass generated after boarding closed

Address:

400092

Dear Customer Relations, Customer Relations

I am writing to you to raise an issue about: Flights - departure Mumbai- Stavanger on 12/june/2018 by flight SK 1876

The issue that I have experienced was: We missed our Air India flight from Mumbai to Stavanger, our boarding pass was created at 8.30 am whereas flight departure was of 9am, no assistance provided for quick security check in, on gate our boarding was denied. And we were asked how come boarding pass was generated at 8.30 am, why we were not accommodated to 10am flight.
Our international travel went on toss. We reached airport at 7am for 9am flight for delhi, where immegrattion to be done and international flight was from Delhi at 2.30pm for Stavanger with one hault. We had excess baggage of 8kg that was our only falut, which took initial time to come to conclusion that we have to add one more checkin baggage and pay for it, there was no guidance from floor attendant on how quickly it can be done, by the time we managed to create one additional bag of 10 kg, it was 8am. They started swiping our card, some technical issue with there swipe machine, so they started doing it manually, all these back n fro eaten up crucial time and end up creating boarding pass by 8.30am.
And when we reached at the gate by 8.50am, we were denied entry and was asked question to us that how come we were issued boarding pass after gate closing, and seing our international flight, why we were not asked to take next flight of 10am. Instead of gate attendant asking all these questions to boarding pass issuer or allowed us to board, he was questioning us and putting all blame to ground team.

So I want to raise a complaint that instead of issuing boarding pass at 8.30am for a 9am flight, why we were not guided correctly to take 10am flight. No assistance for security checkin, totally left all alone messing up with a family international travel. No guidance on next trip, as we were yelling at reception desk as we have got a new job in Stavanger, any how we have to travel, we can't risk our job. They were such thick skinned people at customer desk, no humanity, no consideration, no guidance! I had to buy on immediate basis Turkish airlines flight for same day, which costed me three tickets of total 1, 40, 000+ rupees, where as I had already purchased air India ticket of total 99, 000+ rs, got refund from Air India as no show of rupees 39, 000+
We lost so much money, so much peace of mind with Air India!

It occurred on: June 12th, 2018

I seek your help and guidance in raising this issue to right authority and getting us refund at earliest. I do understand, you serve in UK, but please do help me as now we are a permanent residence card holder in Norway

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Ramesh Gupt

Booking reference and/or flight number: SK 1876
Reference:

B504, Forus Leilighets, Midtbergveien 1, 4314 Sandnes

Stavanger

4313